Case Study: Global Health Service Company transforms contact center operations with TTEC and Cisco

Healthcare Company Gets Post-Merger Contact Center Makeover

Global Health Service Company turned to TTEC after acquiring a large insurance and healthcare organization, creating a need to modernize and unify its contact center operations. The company wanted to replace disparate systems, improve reporting, add advanced IVR routing, and offer multichannel service options to enhance the customer experience.

TTEC implemented both premise and cloud contact center solutions powered by Cisco HCS/CCaaS, including voice, IVR, desktop, chat, co-browse, video, QM, and integrated reporting. TTEC migrated approximately 10,000 associates from Avaya to Cisco UCCE and Cloud Contact Center platforms with no disruption to operations, reduced costs, improved service experience, and supported better capacity planning and management visibility.